Airbnb CEO: AI Agents Aren’t Ready to Replace Google Yet
Airbnb CEO: AI Agents Aren’t Ready to Replace Google Yet
During Airbnb's recent Q2 earnings call, CEO Brian Chesky offered a candid perspective on the company's evolving AI strategy. While the travel giant continues to invest in artificial intelligence, Chesky cautioned that AI chatbots and agents are not ready to serve as a full replacement for search engines like Google—at least not for now.
AI’s Promise and Its Current Limits
Chesky highlighted the potential of AI to drive new leads and improve customer experiences, but he stressed that AI agents have not yet reached the level of dominance or utility that Google search provides. "I don’t think we should think of chatbots like Google," Chesky stated, urging investors to temper expectations about AI agents becoming the "new Google."
One of the main reasons, according to Chesky, is that most AI models are not proprietary. "The model powering ChatGPT is not exclusive," he explained. "We—Airbnb—can also use the API, and there are other models that we can use." This means that while AI tools are accessible, they don’t provide a unique advantage unless they are customized for specific business needs.
Custom AI, Not One-Size-Fits-All
Chesky painted a broader picture of the AI landscape, predicting a future filled with both general-purpose AI agents and startups building custom solutions for particular industries. He emphasized that success with AI requires more than just the best model—it demands fine-tuning and tailored interfaces for each application.
AI in Action: Airbnb’s Customer Service Revolution
Airbnb has already rolled out an AI-powered customer service agent in the U.S., which reduced the number of guests needing to contact human agents by 15%. This tool, built on 13 different models and trained on tens of thousands of real conversations, handles queries with accuracy and consistency. Chesky noted that customer service use cases are more challenging than simple travel planning, as "AI agents performing customer service can’t hallucinate—they must always be accurate and helpful."
Currently, the AI agent is available in English, but Airbnb plans to expand to more languages this year. Next year, the system will become more personalized and "agentic"—capable of not only telling users how to cancel a reservation, for example, but actually handling the cancellation process on their behalf.
The Future: AI-Driven Search and Booking
Looking ahead, Chesky revealed that AI will play a bigger role in Airbnb’s search experience starting next year. However, the company remains cautious about opening its platform to third-party AI agents, as bookings still require an Airbnb account. Chesky believes this approach will prevent their business from becoming just another commodity, unlike flight bookings.
He sees AI as a promising tool for lead generation rather than a full replacement for traditional search: "The key thing is going to be for us to lead and become the first place for people to book travel on Airbnb. As far as whether or not we integrate with AI agents, I think that’s something that we’re certainly open to."
Financial Performance and Outlook
Airbnb surpassed analyst expectations in Q2, reporting $3.1 billion in revenue and earnings per share of $1.03. Despite this, the stock dipped following a forecast of slower growth in the latter half of the year, reflecting broader concerns about travel demand.
